How To Turn Customer Service into Customer Sales ... more

How To Turn Customer Service into Customer Sales is a complete, practical handbook for achieving excellence in customer service. It provides easy-o-follow, step-by-step procedures for all the necessities of a successful customer relations program: research, hiring, training, executing, and follow-up. Entire chapters are devoted to the special skills of listening, telemarketing, face-to-face selling, and handling objections.... less

Business Communication: Concepts & Applications i... more

Business Communication: Concepts & Applications in an Electronic Age is a process-oriented reader of short, varied, up-to-date articles from leading business communication authorities in business, government, and academia. The text helps students hone their writing skills in a format that allows selective instruction and maximum flexibility.The anthology has been extensively revised and updated; it includes topics that instructors have been unable to find in longer texts. Each article covers one topic, allowing instructors to focus discussions on a key concept. Applications-oriented questions and active-learning cases follow each selection, offering opportunities for students to demonstrate their understanding of what they have learned.... less